×

USING SEMANTIC PROCESSING FOR CUSTOMER SUPPORT

  • US 20180365702A1
  • Filed: 08/23/2018
  • Published: 12/20/2018
  • Est. Priority Date: 07/08/2016
  • Status: Active Grant
First Claim
Patent Images

1. A computer-implemented method, comprising:

  • providing a first user interface to a first device to allow a first user to assist customers of a first company;

    establishing a customer support session between the first device of the first user and a second device of a second user, wherein the second user is a customer of the first company;

    receiving a first message from the second device comprising a first support request;

    transmitting the first message to the first device for presentation to the first user;

    processing text of the first message with a neural network to select a first intent of the first message from a plurality of possible intents, wherein the first intent relates to the first support request;

    selecting a first template from a plurality of templates using the first intent, wherein each template of the plurality of templates describes an update to a portion of a user interface to assist in responding to support requests corresponding to an intent;

    generating user interface update data by rendering the first template, wherein rendering the first template comprises replacing a variable of the first template with a value relating to the first support request;

    transmitting the user interface update data to the first device to update a portion of the first user interface to present information relating to the first support request;

    receiving from the first device an input of the first user at the first device; and

    transmitting a second message to the second device using the input of the first user.

View all claims
  • 2 Assignments
Timeline View
Assignment View
    ×
    ×